CASTELFALFI
is seeking a
Wellness Supervisor
Located between Pisa, Florence, and Siena, Castelfalfi is an estate surrounded by nature, where a medieval village meets contemporary luxury hospitality.
The Castelfalfi project is built around three interconnected pillars, fully integrated into the landscape and local culture: excellence in hospitality, organic farming, and real estate development. At the heart of everything is a genuine commitment to people, spaces, and the history of the place, making Castelfalfi a vibrant and welcoming community. Certified as a Great Place to Work®, Castelfalfi demonstrates every day its dedication to employee well-being by fostering an environment where authenticity, excellence, and mutual care coexist in harmony.
If you would like to join our team, we are currently looking for a Wellness Supervisor.
Main Duties and Responsibilities
- Deliver a warm, personalized, and seamless guest experience, managing arrivals, departures, and all front desk interactions with professionalism, attention to detail, and a strong service-oriented approach.
- Manage all bookings, confirmations, and scheduling of treatments and wellness activities, ensuring accuracy and effective coordination with therapists and spa attendants.
- Coordinate guest arrivals, wellness consultations, and post-treatment follow-ups, ensuring a smooth and consistent guest journey.
- Efficiently manage check-in and check-out procedures, ensuring accurate billing, proper POS operation, and the correct handling of payments, vouchers, and transactions.
- Provide detailed and personalized information about treatments, therapists, and wellness programs, offering tailored recommendations aligned with guests’ needs and preferences.
- Actively contribute to revenue generation through the promotion and sale of spa treatments, wellness programs, and retail/homecare products, supporting the achievement of monthly targets.
- Maintain a thorough knowledge of products and services, ensuring the retail area is well presented, fully stocked, and aligned with current promotions and brand standards.
- Monitor operational flow, including treatment schedules, therapist assignments, and guest movements, ensuring efficiency, punctuality, and service excellence.
- Support daily administrative activities, including revenue reporting, cash handling, inventory control, and the accurate management of guest records, preferences, and follow-up documentation.
- Handle all guest enquiries (by phone, email, and in person) promptly and professionally, ensuring clarity, accuracy, and consistency in communication.
- Act as a key coordination point between therapists, spa attendants, and other resort departments, ensuring effective communication of guest preferences, allergies, and special requests.
- Contribute to a positive, collaborative, and high-performing work environment, supporting colleagues during daily operations and actively participating in team briefings.
- Support the daily coordination and supervision of the reception team, helping maintain consistency in service delivery and operational standards.
- Ensure the reception area is always maintained to the highest standards of cleanliness, presentation, and atmosphere, reflecting the RAKxa brand identity.
- Proactively manage guest feedback and resolve any issues or complaints with a calm, professional, and solution-oriented approach, always ensuring guest satisfaction.
Required Skills and Qualifications
- Minimum of 5 years of experience in front office roles within spas, wellness centres, or luxury hospitality environments.
- Diploma or certification in Hospitality, Spa Management, Tourism, or a related field (preferred).
- Strong sales skills with proven experience in upselling treatments and retail products.
- Good understanding of spa operations, booking systems, and customer service standards.
- Fluency in English; knowledge of additional languages will be considered an advantage.
- Proficiency in POS systems, booking platforms, and administrative tools.
- Excellent organizational and time-management skills.
- Warm, polished, and guest-focused personality.
- Outstanding communication skills with a natural ability to build rapport and trust.
- Sales-oriented mindset with a refined and consultative approach.
- Ability to remain calm, professional, and detail-oriented under pressure.
- Reliability, discretion, and confidentiality in handling sensitive guest information and financial data.
- Passion for wellness, beauty, and holistic experiences.
Employment Conditions
- Full-time contract under the Italian Tourism Collective Bargaining Agreement (CCNL Turismo).
- Compensation package will be discussed during the recruitment process and defined according to the candidate’s professional background, market benchmarks, and company context.
Benefits and Perks
- Access to the company cafeteria, including on days off.
- Access to events reserved for Castelfalfi employees.
- Tailored training and development opportunities based on the needs of the role and team.
- Discounts on dining, wellness services, and sports activities within the resort and estate.
- Housing allowance solutions, where applicable, for employees relocating from outside the local area.
Equipment Provided
- Professional equipment appropriate to the requirements of the role.
- Uniforms and laundry service for operational staff.
Work Location
Castelfalfi (Florence, Italy)
Applicants must have the legal right to work in Italy.
This vacancy is open to candidates of all genders, in accordance with Legislative Decree 198/2006 and current equal opportunity regulations, as well as to individuals of all ages and nationalities, in compliance with applicable laws.
Applications should be sent to careers@castelfalfi.com, including authorization for the processing of personal data in accordance with Regulation (EU) 2016/679 (GDPR) and Legislative Decree 196/2003, as amended by Legislative Decree 101/2018.
